OUR RESPONSE TO COVID-19 | LATEST INFORMATION

In this changing landscape, we at TOAST have, like so many of us, been adapting as swiftly and nimbly as we can. Please feel reassured that we are making the health and wellbeing of our team our priority whilst continuing to serve our customers’ needs.

We’ve compiled an overview of our latest updates below.

In line with recent instructions from the Welsh Assembly, our customer service team are currently unable to answer telephone calls until Monday 9th November. Please contact us via online chat during normal opening hours or email us using [email protected] at any time.

Deliveries

Our online orders may take a little longer to arrive than usual. UK deliveries should be with you within 10 working days and international deliveries may take an extra 5 working days on top of our standard timings.

Each parcel is being handled with the utmost care by a warehouse team of fewer than twelve and we are following the official UK government advice, including each team member working a minimum of 2 metres from one another, wearing protective gloves and practising all recommended measures of sanitisation.

We are also working very closely with our delivery partners to ensure that the parcels are delivered as safely as possible to your doorstep, with no contact. If your parcel doesn’t fit through your letterbox, the delivery driver will place the item at your door and stand at a safe distance while you collect it. Customer signatures on delivery will not be required.

Returns

Items purchased between 1 March and 25 June 2020 can be returned within 6 months of receiving them. Items purchased between 26 June 2020 and 2 September can be returned within 100 days of receiving them. For items purchased on or after 3 September 2020, our standard returns policy applies.

You may return your items to our warehouse via Royal Mail, using the free returns label. Alternatively, you may return your items to a TOAST Shop. Please visit our Shop Locator for the latest opening information, before starting your journey.

Shops

In line with recent instructions from the Welsh Assembly, we have temporarily closed TOAST Llandeilo. We hope to re-open, pending further information, on Monday 9th November. All other TOAST Shops remain open.

The wellbeing of our teams and community remains our highest priority. We are taking the below precautions to ensure everyone’s safety:

  • Our shops have been cleaned thoroughly before reopening.
  • It is now a legal requirement for customers to wear a face covering whilst in shops. We will have some face coverings available for customers to wear when in store, if required.
  • In order to support social distancing, we will restrict the amount of people we let in the shop (our teams will be on hand to advise).
  • We will be asking our teams and our customers to keep a distance of 2 metres apart.
  • Hand sanitiser will be available for our teams and customers to use.
  • There will be reduced access to fitting rooms, in order to limit contact. Fitting rooms will also be closed temporarily after each use to be cleaned.
  • We will only be able to accept payment by card for the foreseeable future.
  • We will be asking customers to kindly fold and pack their own purchases.

Our standard returns policy now applies to all purchases. All refunds require you to provide a valid receipt for the items being returned. It is not possible to use our online returns service for purchases made in our shops - all returns must be made to a shop. This does not affect your statutory rights.

Any gift cards purchased between 21 March 2019 and 13 July 2020 are now valid for 18 months from the date of issue. Gift cards purchased on or after 14 July 2020 will be valid for 12 months from the date of issue. Please contact our Customer Service team for balance enquiries and any other questions.

Events & Editorial

TOAST will continue to bring together our community through a variety of virtual workshops. To take part, and find out more about our latest offerings, please see our events page.

Articles on philosophy, gardening, culture, cooking and living thoughtfully will be published regularly on our Magazine and we will be sharing Time to Make on Instagram – a series that offers techniques and tips on making, straight from our community.

Our thoughts are with all those who have been, and continue to be, affected during these troubling times. We look forward to coming together again and, for the time being, we hope we can offer you a calm space.

Thank you from all the TOAST team for your continued support.

Please note, this page will be updated regularly with new information, so do check back.

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